Hotel Account Specialist II What We NeedFLEETCOR is currently looking to hire a Hotel Account Specialist II within our CLC division. This position falls under our Lodging line of business and is located in Wichita, KS. In this role, you will be responsible for performing daily activities assigned within a Customer Focus Group (CFG). The purpose of the CFG is to establish rapport, build relationships with CLC hotels, and be an excellent problem solver. Educate and train hotels on billing, and acceptance of CLC travelers, offer Hotel Services, how to process stays through the CLC web portal, and identify hotels that are not accepting CLC Lodging guests per their contractual terms. This position will maintain and/or process reports for payment methods and optional programs. The position will be responsible for training all new hires and ensuring the correct process is followed. Provide feedback when listening to inbound/outbound calls for new hires during the training period. You will report directly to the Hotel Compliance Director and regularly collaborate with other teams and departments.How We WorkAs a Hotel Account Specialist II, you will be expected to work in an office environment. FLEETCOR will set you up for success by providing:Assigned workspace in Wichita, KSCompany-issued equipment Formal, hands-on trainingRole ResponsibilitiesThe responsibilities of the role will include:Training newly hired staffAssisting with maintaining databases and record-keeping accuracyPayment Solution for each vendorOverseeing the Credit Card Optional program and ensuring vendors are opted in/out along with maintaining weekly and daily reportsDeveloping and maintaining Standard Operating Procedures regarding Hotel Account Specialist role Managing hotel relationships within the networkConducting On-Boarding Training for newly sourced hotels Reviewing/confirming contractual terms and conditions with hotel management or staffCreating portal logins for vendorsSelling Fleetcor optional programs when necessaryProviding support on Web CheckINN PortalConducting or reviewing training with vendors as needed Resolving Customer disputes and handle them accordinglyHaving the ability to de-escalate a call Handling customer service complaints by providing solutions, often within a time limit to ensure the customer is satisfiedWorking with colleagues when necessary to resolve customer complaintsLearning to identify customer needs or desires to recommend the appropriate product or serviceHandling compliance concerns and resolve accordingly Assisting with billing reconciliation for vendorsAnswering 3 inbound phone queues and providing customer serviceMaking outbound calls to assigned Region Assisting in making CLC hotel reservations for customersMethods of communicating required either via phone or email to vendorsCovering Front Office Reception as neededMaintaining Excel Spreadsheets to perform job tasksConducting shop calls of vendorsPerforming other duties or Special Projects as assigned by the Customer Focus Group Director and/or Vice President of Lodging Qualifications & SkillsCommunication skills like a pleasant demeanor and ability to work with multiple personalitiesAttention to detail to be able to provide written communication to vendorsPatience to be able to stay calm in an intense environmentAbility to multitask since some skills will require a Customer Service Representative to communicate with multiple customers at one timeStrong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner2 years of experience with customer service or hotel front office preferred1 year of Hotel Account Specialist experience requiredProficient with Microsoft Word and ExcelAble to maintain a high level of confidentialityAdaptability and flexibility to deal with different customers and needs in a short period of timeThe need to be focused, detail-oriented, and self-motivatedSuperior verbal and written communication skills; excellent interpersonal skillsAbility to work well in a team environment Performance StandardsMeet established phone metrics and quality standardsAdhere to all FLT Procedures and Processes Provide consistent accuracy and service with minimal errorsEnsure FLT is meeting the client’s needs and handle all issues in a timely manner. Adhere to the Schedule and FLT attendance policyManage time on and off the phone to provide real-time availability Benefits & PerksMedical, Dental & Vision benefits available the 1st month after hireAutomatic enrollment into our 401k plan (subject to eligibility requirements)Virtual fitness classes offered company-wideRobust PTO offerings including: major holidays, vacation, sick, personal, & volunteer timeEmployee discounts with major providers (i.e. wireless, gym, car rental, etc.)Philanthropic support with both local and national organizationsFun culture with company-wide contests and prizes Our Company & PurposeFLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before. We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;Empowering our people to share their experiences and ideas through open forums and individual conversations; andValuing each person’s unique perspectives and individual contributions.Embracing diversity enables our people to “make the difference” as FLEETCOR and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.FLEETCOR.com or following FLEETCOR on LinkedIn. Equal Opportunity/Affirmative Action EmployerFLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency #LI-AG1#LI-Onsite#INDSS